Delivery policy

1.  Introduction

1.1  In this policy we set out details of the delivery methods, periods and charges that apply to orders for our products made through our website, by telephone, by email or in person.

1.2  This policy shall not create legally enforceable rights and obligations; rather, our usual practice in relation to the delivery of products is indicated in this policy.

2.  Delivery

2.1 All orders will be subject to delivery charges as detailed in Section 5.

3.  Geographical limitations

3.1  We will usually be able to deliver to shipping addresses within most countries and territories worldwide.  If we are unable to ship to a particular address we will notify you by email.  

4.  Delivery timescales

4.1  We endeavour to dispatch orders within 14 days*.  However, most items are made to order and so the timescale for delivery will vary depending on the size of the order and the individual piece/s.  Please note that our busiest period is in the run up to Christmas.

*Please allow an additional 3-7 days for delivery, depending on your chosen delivery type.  A 1 day priority service is available for shipping addresses within the UK, and there is also a collection option should you wish to collect your order in person.

If you require a piece urgently, or would like a more precise timescale for your order please contact us.

4.2  If you place your order by 4pm GMT/BST on a working day, these time periods run from the close of business on that day; if you place your order after 4pm GMT/BST on a working day, or on a non-working day, these time periods run from the close of business on the next following working day.

4.3  The delivery periods set out in this Section 4 are indicative only, and whilst we will make every effort to ensure that you receive your delivery in good time, we do not guarantee delivery before the end of the stated period.

5.  Delivery charges

5.1  Delivery charges will be calculated by our website and automatically applied to your order during the checkout process, or alternatively quoted by us.

5.2  Applicable delivery charges will depend upon the delivery method you select, the value of your order, the location of the delivery address, and the size and weight of the products in your order.

5.3  Our delivery options and prices for delivery to a UK address are as follows:

5.4  Our delivery options and prices for delivery to any other country outside of the UK are as follows:

6.  Receipt and signature

6.1  We are unable to process orders to a P.O. Box address.

7.  Delivery problems

7.1  If you experience any problems with a delivery, please contact us using the contact details that we publish on our website or otherwise notify to you.

7.2  If our delivery service provider is unable to deliver your products, and such failure is your fault, and you do not collect your products from our delivery service provider within the relevant time limit, we may agree to arrange for re-delivery of the products; however, we reserve the right to charge you for the actual costs of re-delivery (even where the initial delivery was free of charge).

7.3  An indicative list of the situations where a failure to deliver will be your fault is set out below: 

(a) you provided the wrong address for delivery;

(b) there is a mistake in the address for delivery that was provided;

(c) the address for delivery is not reasonably accessible;

(d) the address for delivery cannot safely be accessed;

(e) if in-person receipt is not required, there is no easy and secure means of leaving the products at the address for delivery and there is no person available to accept delivery; or

(f) if in-person receipt is required, there is no person available at the address for delivery to accept delivery and provide a signature.

Returns policy

1.  Introduction

1.1  We understand that from time to time you may wish to return a product to us.

1.2  We have created this policy to enable you to return products to us in appropriate circumstances.

1.3  This policy shall apply to all of our customers, irrespective of their geographical location.

1.4  This policy shall apply to all orders submitted through our website.

1.5  This document does not affect any statutory rights you may have as a consumer (such as rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015).

2. Returns

2.1  If you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us and receive a refund in accordance with this policy if: 

(a) we receive the returned product within 14 days from the day after delivery;

(b) the returned product is unused, in its original packaging, with any labels still attached, and otherwise in a condition enabling us to sell the product as new;

(c) you comply with the procedure set out in this policy in relation to the return of the product; and

(d) none of the exclusions set out in this policy apply.

3.  Returns procedure

3.1  In order to take advantage of your rights under this policy, you must contact us to obtain a return authorisation number, and then send the product to us with a covering note quoting that number.

3.2  Please ensure that you use a reliable and insured postal service as we will not be held responsible for postage costs or any items that are lost, stolen or damaged in transit.  Please return items to Jenny Southgate, Cotton End House, 2 Cotton End Road, Exning, Newmarket, Suffolk, CB8 7NN.

3.3  You will be responsible for paying postage costs associated with returns under this policy.

4.  Exclusions

4.1  The following types of product may not be returned under this policy: 

(a) any product made to your specification;

(b) any product made to order;

(c) any product personalised or adapted for you;

(d) any product repaired for you;

(e) earrings with pierced ear fittings.

5.  Refunds

5.1  We will give you a refund for the price you paid to us in respect of any product properly returned by you in accordance with this policy.

5.2  We will not refund to you the original delivery charges relating to the returned product.

5.3  We will not refund to you any costs you incur in returning the product to us.

5.4  We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

5.5  We will process the refund due to you as soon as possible and, in any event, within 30 days following the day we receive your returned product.

6.  Improper returns

6.1  If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product: 

(a) we will not refund the purchase price or exchange the product;

(b) we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and

(c) if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.

7.  Our details

7.1  This website is owned and operated by Jenny Southgate.

7.2  Our principal place of business is at Cotton End House, 2 Cotton End Road, Exning, Newmarket, Suffolk, CB8 7NN.

7.3  You can contact us:

(a) by post, using the postal address given above;

(b) using our website contact form; or

(c) by email, using the email address published on our website.